CRM Amazon
Nicha Sripinpao
Sales Support Specialist, On-Board Courier, Customer Support Supervisor
Bangkok
Summary
I'm an experienced leader with a passion for guiding teams and managing complex projects to achieve our strategic goals. I love developing efficient processes that not only maintain high standards but also align with our organizational objectives. Collaboration is key for me, and I truly believe in working together to strive for excellence. I'm organized and reliable, which helps me juggle multiple priorities while keeping a positive attitude.
Overview
12
12
years of professional experience
5
5
Languages
Work History
Sales Support Specialist
Eternal Youth Company Limited
04.2024 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues related to products, services, and orders.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Assisted customers with sales needs such as inventory and shipping questions.
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Developed and maintained relationships with key accounts and existing customers.
- Participated in sales strategy meetings to provide valuable input resulting in the development of innovative approaches to reach target audiences.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Collaborated closely with finance departments to ensure timely invoicing and payment collection from customers.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Recorded accurate and efficient records in customer database.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Kept detailed records of daily activities through online customer database.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Received and organized vendors samples for use by sales team.
Customer Service Supervisor
Tele-Info Media Company Limited
01.2024 - 03.2024
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Bilingual Team Lead Customer Service
Terrabit Company Limited
08.2018 - 11.2023
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Assisted in recruitment to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Frequently inspected production area to verify proper equipment operation.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Created and managed project plans, timelines and budgets.
- Worked different stations to provide optimal coverage and meet production goals.
On-Board Courier and Flight Ticketing
K Line Logistic Thailand
02.2013 - 04.2015
- Delivering packages on time, interacting professionally, and responding promptly to questions.
- Maintained accurate records of pick-ups, deliveries, and vehicle maintenance to ensure compliance with company policies.
- Followed company policies and procedures during shift.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Verified delivery details with clients upon arrival, confirming accuracy before completing transactions.
- Coordinated event set-up and promoter engagement on sales and ticketing issues related to events.
- Processed refunds and exchanges in accordance with company policy.
- Collaborated with finance to check accuracy of reporting against money received and correct practices of recording in event ledger, managing movement of cash to and from box office.
- Assisted ticketing department staff with handling of internal ticket allotments and allocations for events.
- Enhanced customer satisfaction by efficiently managing flight reservations and providing accurate travel information.
- Managed challenging situations calmly and professionally, resolving customer complaints effectively.
- Processed ticket changes and cancellations promptly, minimizing disruption to client travel plans.
- Assisted customers in navigating complex travel itineraries, offering expert advice on optimal routes and connections.
Education
Bachelor of Humanities - Humanities Major English
Ramkhamhaeng University
Bangkok, Thailand 04.2001 -
Skills
Customer relationship management
Software
Zendesk
Siebel Systems
Saleforce
Amadeus
Galileo
Facebook Bussiness
Jira Software
Ingenico
Coda Payment
MUX
Line Bussiness
SAP
Languages
Thai, English
Native language
Malay
Upper intermediate
B2
Indonesian
Upper intermediate
B2
English
Advanced
C1
Thai
Advanced
C1
Timeline
Sales Support Specialist
Eternal Youth Company Limited
04.2024 - Current
Customer Service Supervisor
Tele-Info Media Company Limited
01.2024 - 03.2024
Bilingual Team Lead Customer Service
Terrabit Company Limited
08.2018 - 11.2023
On-Board Courier and Flight Ticketing
K Line Logistic Thailand
02.2013 - 04.2015
Bachelor of Humanities - Humanities Major English
Ramkhamhaeng University
04.2001 -
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